Craig Weiser
Clifton Heights
Summary
Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success; proud, avid, terrible golfer.
Overview
12
12
years of professional experience
Work History
Senior Service Delivery Specialist
Signant Health
08.2023 - 07.2025
- Part of a global technical support team to remote/in-office end-users
- Utilized the Jira ticket system to triage and resolve support requests
- Created and continuously updated KB documents within JSM Cloud
- Managed user accounts in AD/O365
- Assisted with new hires during onboarding setup
- Worked with external vendors to ship laptops outside of the U.S.
- Imported the hash file into Intune of newly deployed machines for use
- Provided on-hand support for company meetings
- Oversaw inventory of company-managed laptops and stockroom
- Completed various office tasks when requested
- Assisted or led various company projects which included (Laptop Refresh, Neat Conferencing Install, and new Asset Management System)
- Worked with different teams to support various applications (Most recent was AI Initiative, which included Claude, Cursor, Perplexity, and ChatLLM)
- Utilized MS Azure to troubleshoot user access issues
- Assisted the infrastructure team in troubleshooting network-related problems using Cisco Meraki Dashboard and Zscaler console
IT Support Analyst (Contract)
Adapimmune
02.2022 - 07.2023
- Served on a 5-person team between U.K./U.S. sites that provides Tier 1/2 support to 500+ users
- Utilized TOPdesk ticketing system to manage user requests
- Administered SCCM/PDQ Deploy to install company-wide software and updates
- Used O365 Admin Center and Active Directory daily to complete various tasks
- Provided remote support via MS Teams/TeamViewer
- Assisted with back-end support to the infrastructure and security teams when needed
- Access to remote into file servers to manage users/groups for specific files/folders with NTFS permissions
- Assisted with creating/managing accounts on the FTP console.
- Monitored hardware/software for the company daily
- Use of Exchange Online/Sophos to monitor company emails
IT Support Analyst (Contract)
Angeion
08.2020 - 04.2021
- Supported the office for 100+ staff while maintaining Zoho Desk for all requests
- Communicated with all organization departments via ScreenConnect and MS Teams, including remote users
- Completed new user and termination requests, provisioning new employee machines, and onboarding new hires on company policies and procedures
- Provided software/hardware support, including installation/removal of all company-used applications
- Created and modified security permissions as needed within Active Directory
- Used AWS (Route 53) to purchase new domains
- Configured new domains, shared mailboxes, and distribution groups in Office 365
- Monitored Carbon Black and Sophos consoles for potential threats/alerts
- Assisted with DUO MFA authentication for all employees
IT Support Analyst
Focus Pointe Global (Now The Schlesinger Group)
01.2019 - 08.2020
- Provided support for over 350+ staff while managing the Zendesk system to resolve all requests and triage issues as needed
- Imaged laptops/desktops for WIN10 and creation/termination of user accounts
- Performed screen-sharing via Bomgar/DameWare when required for additional support
- Assisted in supporting Sophos/Cisco network and the company's anti-virus console
- Utilized Cisco Meraki MDM to monitor company APs and iPads/iPhones
- Worked with vendors to resolve various service issues
- Granted internal/external clients access to secure file sharing site (MOVEit) when requested
- Accessed the FedEx corporate account to ship/return equipment
- Traveled to regional offices when asked to
- Assisted on multiple projects with the company merger to Schlesinger Group
Desktop Support Analyst
Louis Berger
07.2018 - 09.2018
- Worked on a company-wide migration of upgrading desktops/laptops from Windows 7 to Windows 10
- Communicated with fellow support staff to install and configure multiple engineering programs
- Transferred data to new machines and updated machine information in the Alloy tracking system
- Used Active Directory to move machines to the correct OU and added necessary security permissions for internet use
Desktop Support Analyst
Clarivate
04.2018 - 07.2018
- Provided Tier 1 support for the company's North America locations
- Resolved tickets escalated from the company's help desk
- Imaged company-provided laptops via SCCM
- Set up desks/cubicles for new hires, Office 365 support, and unlocked/reset employee passwords
Help Desk Support
McBee Associates
06.2014 - 01.2018
- Part of a 3-person team providing superior customer service for 350+ office and remote employees
- Assisted in inventory management of all related IT equipment and documentation of all tickets in the SysAid system
- Configured images for laptops/desktops using Acronis True Image
- Assisted with creation/deletion of user accounts upon request, unlocking/resetting employee accounts, and in Active Directory
- Created new employee card access on Keri System and assigned new user extensions in Avaya IP phone manager
- Set up users on RSA for network access
- Troubleshot network and local printers
- Worked with various IT vendors to troubleshoot VPN configurations
- Installed VMware on limited laptops for specific staff
- Utilized PDQ Deploy to install company-wide updates
- Set up access for SFTP
- Managed employee file/folder permissions
- Granted clients portal access to our secure network
- Completed various projects assigned by management
Infrastructure Engineer (Contract)
Community Health Systems
03.2014 - 04.2014
- Performed a Cerner implementation to upgrade and migrate data from old XP machines to new Windows 7 machines
- Imaged new desktops and laptops with SCCM
- Used ARS interface to create, modify and delete user accounts and groups
- Verified that the computers printed to the right printers
- Completed cable management and other tasks assigned by management
Desktop Support Analyst (Contract)
Christiana Healthcare
07.2013 - 03.2014
- Team member of six who worked on the organizational upgrade of over 12,000 laptops/desktops for a system rollout from Windows XP to Windows 7
- Cleaned out the machines
- Ran BIOS update and setup before preparing them to be entered into WSS to be imaged
- Frequently monitored SCCM in Active Directory to view the status of the image, checked their groups and applications upon completion. (Machines were then placed on the rack to be deployed when finished.)
- Performed cable management, swapped old network cables, and installed local/network printers on the computers that we deployed
- Scanned the inventory of various departments to track our stock of equipment using the asset sticker
- Worked with the satellite field team to assist with broken/fixed tickets on various issues
Education
AA - Information Systems
Delaware Community College
Media, PA05.2011
CompTIA A+ Training - undefined
NetCom Learning
New York, NY08.2012
Skills
- Operating Systems: Windows macOS Windows Server
- Technical Proficiencies: Active Directory Office 365 Microsoft Exchange AWS DNS MFA SSO CMD/PowerShell Remote Support Data Recovery/Backup Firewall Support VPN Network Security
- Software and Tools: MS Azure PDQ Deploy SCCM Jira Zoho Desk TOPdesk Exchange Online Carbon Black Sophos Zscaler MOVEit FileZilla DocuSign OneDrive Box PTZ Cameras FLIR Systems
- General Skills: Technical Support User Training Project Management Team Collaboration Client Relations
Timeline
Senior Service Delivery Specialist
Signant Health
08.2023 - 07.2025
IT Support Analyst (Contract)
Adapimmune
02.2022 - 07.2023
IT Support Analyst (Contract)
Angeion
08.2020 - 04.2021
IT Support Analyst
Focus Pointe Global (Now The Schlesinger Group)
01.2019 - 08.2020
Desktop Support Analyst
Louis Berger
07.2018 - 09.2018
Desktop Support Analyst
Clarivate
04.2018 - 07.2018
Help Desk Support
McBee Associates
06.2014 - 01.2018
Infrastructure Engineer (Contract)
Community Health Systems
03.2014 - 04.2014
Desktop Support Analyst (Contract)
Christiana Healthcare
07.2013 - 03.2014
CompTIA A+ Training - undefined
NetCom Learning
AA - Information Systems
Delaware Community College
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